Whatsapp API Integration through Twillio

WhatsApp API Integration Specification for CRM
1. Overview
We require an integration between our bespoke CRM and the WhatsApp API to facilitate seamless communication with leads and customers. This integration will allow sending and receiving WhatsApp messages directly from the CRM while tracking message statuses.

2. Objectives
Enable CRM users to send & receive WhatsApp messages to leads and accounts.
Send and store WhatsApp messages within the CRM
Receive and store WhatsApp messages within the CRM.
Support media attachments (images, documents, videos).
Log message statuses (sent, delivered, read, failed, etc.).
Provide automation capabilities for scheduled and template-based messages.
Use existing templates within our tool for messaging.
Support one-off and bulk messaging features.
Messages should have timestamps and be sent either manually or automatically when the scheduled time arrives.

3. WhatsApp API Selection
Use WhatsApp Business API via Twilio.
Ensure compliance with WhatsApp’s policies for business messaging.

4. Functional Requirements
4.1 Sending Messages
Users should be able to send WhatsApp messages from the CRM lead/account interface.
Messages can be manually typed or selected from predefined templates.
Allow sending text, images, PDFs, and videos.
Support scheduled and bulk messaging based on predefined workflows.
Attach lead/account details dynamically in template messages.
Enable users to send one-off messages directly from the CRM.
Messages will be timestamped and sent when the scheduled time arrives or manually initiated.
4.2 Receiving Messages
All incoming WhatsApp messages should be stored in the CRM.
Messages should be linked to the corresponding lead or account.
Store metadata such as sender number, timestamp, and message type.
Support auto-response for inquiries received outside working hours.
4.3 Message Status Tracking
Track and display message status (sent, delivered, read, failed, etc.).
Log message history for compliance and audit purposes.
Provide real-time notifications to CRM users when a lead replies.
4.4 User Access & Permissions
Role-based access control for sending and viewing messages.
Sales agents can send messages; managers can view all communication logs.
Finance team should not have access to WhatsApp messages.

4.5 Automation & Templates
We have templates already on the tool, but need the ability to submit a template to WhatsApp and get approved.
Use existing templates within our tool for messaging.
Automate the approval process with WhatsApp Business API via Twilio.

4.6 Automation & Templates
Support message templates approved by WhatsApp.
Enable automated follow-up messages based on CRM triggers (e.g., quote sent, appointment reminder).
Use existing templates within our tool for messaging.
Automate the approval process with WhatsApp Business API via Twilio.
4.7Logging & Reporting
Store all WhatsApp interactions in the CRM activity log.
Generate reports on message performance (response rates, delivery success, etc.).
Filter logs by date, user, lead, or message status.
Maintain a log of all sent and received messages.

5. Technical Requirements
Technology Stack:
Backend: Node.js
Frontend: Vue.js
Database: MySQL 5.7
Source Control: GitHub
API Integration: Use Twilio WhatsApp API.
Authentication: Implement secure OAuth/token-based authentication.
Webhook Handling: Set up webhooks to receive incoming messages and status updates.
Database Storage: Create a table for WhatsApp messages with fields for lead ID, message content, timestamp, status, and media links.
Scalability: Ensure the system can handle bulk messaging without performance degradation.

6. Compliance & Security
Ensure messages comply with GDPR and other relevant data protection laws.
Encrypt sensitive data (e.g., phone numbers, messages).
Implement logging and monitoring to detect unauthorized access.
Obtain WhatsApp Business approval before sending transactional messages.

7. Implementation Plan
API Setup & Configuration – Register for Twilio WhatsApp API and configure webhook endpoints.
CRM Integration Development – Implement messaging functions in the CRM UI.
Database & Logging – Create necessary tables and logging mechanisms.
Testing & Validation – Conduct end-to-end testing with sample leads.
User Training & Deployment – Train users and deploy in production.